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Customer Experience Champion
3 weeks ago
The role of a Lead Customer Experience Specialist is pivotal in driving excellence and expertise throughout the customer journey.
This senior leadership position oversees every interaction, from initial inquiry to post-sales support, ensuring a seamless experience that reinforces our reputation for quality and service.
Key Responsibilities:
- Guiding and motivating a team of customer service specialists to achieve high performance standards through continuous improvement and knowledge sharing.
- Managing the entire employee lifecycle, including recruitment, onboarding, training, performance reviews, and professional development plans.
- Providing daily direction, constructive feedback, and coaching to equip the team to handle complex technical inquiries and deliver accurate expert advice.
- Developing, implementing, and regularly reviewing customer service policies, programs, and procedures to enhance the overall customer experience and ensure alignment with business goals.
- Analyzing key performance metrics to drive operational efficiency within the customer service center, implementing solutions to improve call handling times, first-contact resolution, and overall service quality.
